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SupportCALL (PTY) LTD. (hereafter referred to as SupportCALL)

Please read the entire page.
By using this site or the SupportCALL Ticket System, you agree to the terms outlined here and in any official communication from SupportCALL.

• It is your responsibility to regularly check this page for updates (see Section 17 for notification terms on Material Changes).
• By signing in, you act on behalf of your company or the company you work for.
• Subcontractor agrees to perform on-site and remote ICT services as instructed by SupportCALL (hardware, software, networking, cabling, PABX, biometrics, etc.).
• Tasks flagged as “special projects” may require prior quotation and approval.
• Tickets must be responded to ASAP, prioritizing according to user-set Priority Level.
• Contact the end-user within 24 hours to gather additional info and schedule site visit.
• Log the agreed visit date/time in the Ticket System.
• All communication must go through the Ticket System.
• Update tickets following the standard reporting example.
• Tickets must be updated within 24 hours of work and no later than 48 hours.
• Use the [Post Internal Note] tab for all ticket communication.
• For physical work (e.g., cabling, moving hardware), always take before/after photos.
• Submit quotes for such work before proceeding.
• Upload photos to [Post Internal Note] tab, clearly labelled.
• Photograph serial numbers of equipment at least every 3rd site visit:
  • APs
  • Repeaters
  • UPS
  • Switches
  • Firewalls
  • etc.
• Always set correct Ticket Status, Time Spent, and Time Type.
• Indicate whether time is billable or not.
• Work is performed at the agreed rate (confirm with SupportCALL if unsure).
• SupportCALL clients remain with SupportCALL — no bypass or independent client dealings.
• Only communicate directly with clients if instructed by SupportCALL.
• Prompt ticket updates allow SupportCALL to report to clients effectively.
• Invoices must be submitted timely and accurately. Submit by the 25th of each month.
• Payment is made within 30 days of SupportCALL receiving client payment.
• Consolidating tickets onto one invoice without prior approval may cause delays.
• One ticket, one invoice.
• You may not retain or use any data/information from SupportCALL or its clients for any other purpose.
• After termination, no contact with LOCAL TECHs, clients, or staff for at least 10 years, unless formally re-engaged by SupportCALL.
• ALL jobs must be assigned via the SupportCALL Ticket System.
• Delete all client data from your systems upon call completion or within 3 months.
• Maintain professionalism and quality at all times.
• Treat end-users respectfully — as SupportCALL representatives.
• All work must follow SupportCALL/client instructions exactly.
• Maintain detailed logs and submit complete reports.
• Always confirm resolve with client HQ.
• Quotes are required for all cabling work — include ticket reference in the quote.
• Use the field report format as per this example.
• Attach BEFORE and AFTER photos to ticket INTERNAL NOTES, clearly labelled.
• Invoicing:
  • One invoice per ticket.
  • Reference ticket number.
  • Mark clearly as “callout” or “cabling”, include travel if needed.
  • Ensure tickets are separate per issue/request.

• Critical: Contact within 2 hours, onsite within 8 business hours.
• High: Contact within 4 hours, onsite within 16 business hours.
• Medium: Contact within 8 hours, onsite within 24 business hours.
• Low: Contact within 24 hours, onsite within 48 business hours.
• Failure to meet SLAs may result in review or penalties.

• Always review the ticket's Priority Level on login.
• If the system sends a change notice, but you miss it, still take care.
• Notify end-user of visit date/time and confirm appointment.
• Record appointment in the Ticket System.
• If you cannot attend, inform the end-user, update the ticket, and notify SupportCALL.
• Timely communication avoids user frustration.

• All exchanged or learned information is confidential.
• Includes financials, operations, strategy, client relationships, R&D, etc.
• When unsure, treat information as confidential.
• No unauthorized use or disclosure.
• You must return/destroy all data and documents upon termination.

• Subcontractors must comply with POPIA.
• No client data may be kept, shared, or used outside SupportCALL-authorized purposes.

16.1. Subcontractor Liability: The Subcontractor is solely liable for any and all loss, damage, injury, or expense arising from the performance of services under this Agreement, including liability arising from the Subcontractor's (a) negligence or wilful misconduct, (b) breach of contract, © errors, omissions, or delays, or (d) breach of any statutory or common law duty (including consumer guarantees).
16.2. Indemnification: Subcontractor agrees to indemnify, defend, and hold SupportCALL harmless against any and all claims, demands, liabilities, costs, or damages (including legal costs on a full indemnity basis) incurred by SupportCALL arising from or in connection with the Subcontractor's performance of services, including third-party claims by end-users or clients.
16.3. Insurance: Subcontractor must maintain suitable insurance (including Professional Indemnity, Public Liability, and Workers Compensation/equivalent) with coverage amounts deemed necessary by SupportCALL, and must provide proof of coverage upon request. Failure to maintain required insurance is a material breach of this Agreement.
16.4. Limitation of Liability to Subcontractor: SupportCALL's total aggregate liability to the Subcontractor for any and all claims arising out of or related to this Agreement shall be limited to the total fees paid by SupportCALL to the Subcontractor in the three (3) months immediately preceding the date the claim arose.

• Disputes remain between SupportCALL and the subcontractor only.
• Refer disputes to senior executives first.
• If unresolved in 7 days, it moves to arbitration.
• Arbitration is final, binding, enforceable by High Court.
• South African law applies.

17.1. SupportCALL reserves the right to modify these Terms of Service from time to time to reflect changes in our business practices or legal and regulatory requirements.
17.2. Minor Changes: For minor, non-material changes (e.g., correcting typos, adding contact information, or changes not affecting the core rights and obligations of the Subcontractor), the revised Terms will be effective immediately upon posting on the Ticket System.
17.3. Material Changes & Notice: If a change is deemed Material (including, but not limited to, changes to payment terms, the scope of the Restrictive Covenant, or the Liability provisions), SupportCALL will provide the Subcontractor with at least 30 calendar days' written notice of the change before it takes effect. This notice will be delivered by one or more of the following auditable methods:

• (a) System Notification: A dedicated message posted to the Ticket System message center (logged against the Subcontractor's account).
• (b) Login Screen Banner: A non-dismissible notice or banner placed on the Ticket System login page.
  

17.4. Acceptance: If the Subcontractor logs in to the Ticket System or accepts a new ticket after the effective date of the Material Change, the Subcontractor will be deemed to have accepted the new Terms. The act of logging in or accepting a ticket constitutes acceptance.

• Agreement begins upon first login and remains until terminated.
• Either party may terminate with 30 days' written notice.
• SupportCALL may terminate immediately for serious breaches (including failure to maintain insurance, breach of Confidentiality, or gross negligence).

19.1. Prohibition on Bypassing SupportCALL: The Subcontractor may under no circumstances engage directly with SupportCALL's clients, end-users, or referral sources outside of the SupportCALL Ticket System or agreed channels, both during the term of this Agreement and thereafter.
19.2. Post-Termination Non-Solicitation (Restrictive Covenant): If this Agreement ends, the Subcontractor, or anyone associated with them, may not contact, solicit, or conduct business directly with any SupportCALL Staff, clients, or end-users who were clients of SupportCALL during the 12 months immediately prior to termination.
19.3. Duration: This restriction remains in force for a minimum period of 12 months following the termination of this Agreement or any SupportCALL services.
19.4. No Poaching: The Subcontractor agrees not to solicit, entice, or poach any LOCAL TECHs, subcontractors, partners, or associates of SupportCALL for a period of 12 months following termination.
19.5. Enforcement: If any part of this Clause 19 is found by a competent authority to be invalid or unenforceable, the Subcontractor agrees that the provision shall be read down to the maximum period and scope legally permissible to protect SupportCALL’s legitimate business interests, confidential information, and client goodwill.

• If any clause is invalid, the rest remain effective.

• Work must be instructed by SupportCALL or client HQ (and must be visible in ticket).
• End-user requests go through HQ.
• Keep end-users happy—this builds lasting client trust.
• Build relationships. Look after the customer.
• Take your time—do it properly the first time.
• Focus on customer service.
• Only do work that’s been officially requested.
• Always use [Post Internal Note] for updates.
• Use XnConvert to resize photos before upload/email — XnConvert Download
• Use the correct config — R-Click Save As. Download Config File
• Use the correct config — Download Config File
  • If any issues downloading, please contact us to send the file directly
• Be punctual or communicate delays.
• Always take BEFORE & AFTER photos.

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